ComplaintsforFort Worth Community Credit Union

• Initial Complaint

  09/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an issue with a May payment that the credit union is saying is my fault; however my payments were set for auto payment and could not have changed without the credit union changing something. There were more than 24 consecutive auto payments without issue. They refuse to acknowledge fault. Additionally while trying to determine why they were not suddenly receiving my payments, they assured me over the phone (more than twice) it would not be reported to the credit bureaus. Once I reset the auto payment and payments were confirmed received, I learned they reported to the credit bureaus. I have for their assistance with the credit bureaus to have this removed, they are not cooperating.I am simply requesting A letter from the Credit Union to the credit bureaus stating they reported the late payment in error and is withdrawing the report.This is an urgent matter as it impacting other financial transactions I'm currently working on,

  

  Business response

  09/04/2024

  The member complains about his loan being reported as past due to the credit bureaus.  The member explained that his automatic payments were not processed by us even though his payment had been made automatically for more than 24 months.  The loan payments were rejected by FTWCCU in May and June because the electronic payment did not include the FTWCCU account number.  As a result, the loan became past due.  The member made the payments when the discrepancy was noticed.  The member asked for the credit bureau reporting to be updated to remove the past due payments.  The member spoke with an FTWCCU team member on August 30, 2024, to discuss the issue.  On the same day we submitted the correction to the credit bureau to remove the late payment history resulting from the rejected payments. 
  
  I believe this adequately addresses the complaint.    

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/17/24 I went into my local branch and closed my account in which there was a zero balance on my account. No money owed. Zero balance. Well 4 days later they sent me a letter saying there reversed a Dispute from April/25/24 and that I owed them the amount for the dispute by 7/31. Four whole months have went by and now when I closed my account I get a call from ****** at the local branch saying hey I know that you close your account but we are gonna open it back up and report you to to the early warnings. Bad business practices. Ive heard of this bank in many occasions doing this to their customers bad business tactics.

  

  Business response

  08/05/2024

  **************** complains about the revocation of a debit card dispute that was processed on July 31, 2024, following the closure of the account on July 17, 2024, which resulted in a negative account balance of $201.68. 
  
  The member used the FTWCCU debit card to make a purchase with ***** US Services LLC in the amount of $201.68 that posted to the account on April 25, 2024.  The member disputed the transaction on April 27, 2024, and was given provisional credit on April 29, 2024, in the amount of $201.68.
  
  The member was mailed a letter from ********** Services dated May 13, 2024, asking for information and/or documentation to be submitted within 15 days from the date of the letter. The letter is attached.  There is no evidence that the member provided the requested information and/or documentation or contacted the merchant.
  
  A letter dated July 17, 2024, was mailed to the member to notify her that the provisional credit would be revoked on July 31, 2024.  Unfortunately, the letter was mailed the same date she closed the account.    
  
  The account was closed by the member on July 17,2024.  Provisional credit was revoked on July 31, 2024, which resulted in a negative balance of $201.68.  The member is still responsible for returning the funds to FTWCCU.
  
  I believe this adequately addresses the complaint.

  Customer response

  08/05/2024

  Complaint: 22072789
  
  I am rejecting this response because:
  If that was the case why even close the account in the first place just to re-open it and say we are re-voking a dispute. It should have be made known before closing the account. Not closing my and account and then reopening it. Also receiving another letter saying that the account was closed 8/2/2024. I will be contacting my local station bad business practices.

  Regards,
  
  ***************************

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The bank closed my checking account without notifying me.Now there is over $1900 in funds in that closed account that I cannot get access to.I asked to speak to a supervisor, since the representative I spoke refused to give me immediate help, and she told me she will file an escalation. They still have not gotten back to me.

  

  Business response

  07/03/2024

  I am sorry that a supervisor has not responded to your inquiry.  One of our managers will reach out to you to answer any questions you may have.  I reviewed your account and found that your checking account was closed on April 25, 2024, after being overdrawn for 45 days. Notices were mailed to notify you of the negative balance.  A deposit was received and posted to your savings account on June 11.  Then today, July 3,you withdrew the available funds.  I again apologize that you did not receive a prompt response to your inquiry.  I believe your complaint has been satisfied since you were able to withdraw your funds.  

• Initial Complaint

  02/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Fort worth community credit union is reporting to credit bureau that I have multiple accounts with them that I do not and am not responsible.

  

  Business response

  02/26/2024

  The member complains that Fort Worth Community Credit is reporting multiple accounts (credit cards) to the credit bureau.  Upon review, we found the member previously reported her credit card as lost or stolen, one report in July 2021 and the other report in July 2022.  With each of these reports of a lost/stolen credit card, a new credit card account number is issued to replace the lost/stolen card.  The closed credit cards continue to report to the credit bureau under the old credit card number with the balance updated date coinciding with the report of the lost/stolen card.  The member has one active credit card which shows a current balance updated date of February 9, 2024. 
  
  A letter has been mailed directly to the member explaining this as well.
  
  I believe this adequately addresses the complaint.  Please let me know if you need anything additional.  

  Customer response

  02/26/2024

  Complaint: 21335431
  
  I am rejecting this response because:

  Respondant openly admits of erroroneous data. It appears that experian is the only credit bureau that's been reported multiple accounts for the same individual credit card. I have lost and had stolen cards of all types yet each remains reported as one individual account. I understand ******** has different methods than the other two bureaus hence training may be needed to adhere remedying. 3 of the accounts are active  one has a $2 balance. There is no legitimate reason to report multiple accounts with different payment histories and balances without reasoning of common sense to its errors. The institution can view and compare other creditors to notice they all report 1 individual account per ********************** line per FCRA. I respectfully request deletion.

  Regards,
  
  *********************************

  

  Business response

  02/29/2024

  On February 27, 2024, we submitted a request to Experian to delete the closed credit cards.  The closed credit cards should no longer be reflected on the members credit bureau report.
  
  I believe this adequately addresses the complaint.  

• Initial Complaint

  02/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Starting Nov 2023 payment, funds were not deleted from my bank account via autopay because system only allows one year's payment schedule. All I need is help setting up the autopay system and I cannot reach anyone by phone to do so.

  

  Business response

  02/02/2024

  I am so sorry that you had difficulties setting up the auto pay for your loan.  Ive asked ***********************, AVP ******************* to reach out to you to help you re-establish the automatic payment.  He will be able to assist you with the process. 
  
  Please let me know if additional assistance is needed. 
  

• Initial Complaint

  08/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The way and the order their system posts transactions is set up unfair and has to be illegal on some level. Definitely unfair banking practice. I had 3 pending transactions. I had enough to cover 2 of those transactions. Once the transactions hard posted their system charged me OD fees 1st. (They call them Held Funds Fees so they can keep getting away with it.) When I complained about it and only asked for 2 of the 3 fees back I was told it would be a "courtesy" cause it's not the credit unions fault. Excuse me?!?!?

  

  Business response

  09/01/2023

  The member complains about the order in which our system posts transactions.  Transactions are processed as they are received.  The transactions the member complains about are transactions she conducted using her debit card.  When a debit card transaction is submitted for authorization, the authorization is approved based on the available balance at the time the transaction is submitted. A review of the members account shows the authorization of transactions for $9.99, $40, and $33.54.  When each of these transactions was authorized, a temporary hold was placed on each amount.  The last authorization of $33.54 utilized the members *** Proof Privilege (Courtesy Pay) limit to obtain an authorization because sufficient funds were not available to authorize that amount.  Unfortunately, the debit card transactions were not presented to us in the order authorized resulting in one Held Funds Fee and two Paid by Overdraft Fees.  As the member indicated, we agreed to refund 2 of the $32 fees and these fees were refunded September 1, 2023.  If the member would like to opt-out of *** Proof Privilege, she may do so by contacting any of our locations and speaking to a ***************** Representative.  If she opts-out of the *** Proof Privilege program, one-time transactions will not authorize into the negative.  It is very important for members to track their spending to ensure sufficient funds are available before using their debit card to conduct transactions. 
  
  I believe this adequately addresses the issue in this complaint. Please let me know if you need anything additional.

  Customer response

  09/01/2023

  Complaint: 20548891
  
  I am rejecting this response because:

  The explanation provided still makes zero sense. Their own posting order poster the "Held Funds Fee" BEFORE my actual transactions.  If the items purchased were posted  FIRST there would NOT have been any extra fees besides the ONE I truly owed! 
  I can attach a copy of the posting order if needed! It is obvious this is NOT fair business practice.  DOES NOT matter how you TRY to word it. WRONG is WRONG! No matter how you try to word it. 

  
  Regards,
  
  *******************

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I financed my car back in 2019 with FWCCU.At one point right after COVID, my car was repossessed due to late payments. I was directed to pay the towing company/storage facility, to pay my balance, and to keep a car payment amount on "hold" as collateral. I did all of these things.Last month, I closed my account with FWCCU. I found out they had taken the money I had on "hold" and kept it. They have no way to trace where it actually went, it just shows up as a withdrawal for an amount that is slightly less than what the balance was (which I of course did not do). They literally told me they do not know where it was. They suggested "maybe" it was their fee for having my car repossessed, but that is not the case, as I was given a break down of what all I had to pay and I paid all repossession fees, including $275 directly to the facility.So I am now left with a theft of $297.69, and FWCCU literally keeps telling me "no one knows what the withdrawal is/where it went, and they can't help me."

  

  Business response

  03/29/2023

  This complaint alleges that $297.69 was stolen from the members account.  The member financed a vehicle with FTWCCU on December 30, 2018.  The loan was past due,the decision was made to repossess the vehicle in June 2021.  On June 16, 2021, ***************, LLC repossessed the vehicle on the credit unions behalf.  The member brought in cash on June 17, 2021, to bring the loan current and to cover the fee charged by *********************, LLC for the repossession.  $298.15 was deposited to the members account on June 17, 2021, to pay the fee to ***************, LLC.  The same day, $297.69 was withdrawn from the savings account to pay invoice #***** from ***************, LLC.  Attached is the invoice from ***************,LLC. along with the receipt showing the withdrawal from the account for the payment of the Bonham invoice.  We have no records indicating the member paid ***************, LLC directly.    
  
  I believe this adequately addresses the issues in this complaint.  Please let me know if anything additional is needed.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This has been an ongoing issue with the Fort Worth Community Credit union really since the start of the loan. I refinanced my car loan with them and their incompetence was near immediate. They did not properly pay off my previous loan so for several months I was paying on both. Since then they have not properly accounted for all of my payments, they have lost payments I have taken to the branch, and assistant VP of collections gave me a bogus address to send payments which of course they were also lost, and now they are claiming they have not received payments for 3 months and are demanding I pay the full balance on the loan today. When in actuality the loan should be paid off and would be if they posted the lost payments correctly and didn't delay posting payments for several days. I currently make all of my payments through the billpay service from ********************* a company with a much better reputation than FTWCCU, and they tell me the payments are sent same day yet FTWCCU manages to "lose" some of them or wait a week to post them.I received an email from them this evening they stated they increased my loan payment (TILA violation) in august and mailed me letter stating this. Of course they didn't actually mail anything, this is another one of their ways of "messing up" and making more money. And the idea that they can increase a fixed payment contract on a whim is disgusting. Imagine if I said I mailed a payoff, would they credit it without receiving it? of course not but they can increase my payment.. No call or email when I continued to send the same payment every month, which is more than my scheduled payment. No service on this at all just a collection letter demanding I pay the full balance today. No response to my claim they are violating federal law by spamming me with texts and emails. no response to the ******************* something losing my payments, just you're past due because we changed your payment without telling you. They lie about everything.

  

  Business response

  01/04/2023

  This complaint includes issues from some time ago, June 2018, when the loan with Fort Worth Community Credit Union originated.  The member states that FTWCCU has not properly accounted for payments that have been made.  We process payments as they are received.  It is the consumers responsibility to review their periodic statement to identify any errors that have taken place and to notify us of any errors in a timely manner.  The consumer signed the loan and security agreement in which he agreed to maintain insurance on the vehicle that is collateral on the loan.  FTWCCU was notified that the insurance was cancelled and mailed notices on June 9 and June 30, 2022 to the consumer at the address on record.  Proof of insurance was not received and notice of placement of insurance was mailed August 8, 2022.  A notice of loan payment increase was mailed on August 18, 2022.  If the consumer obtains private insurance, the insurance binder showing the effective dates of coverage and FTWCCU as lienholder needs to be sent to us.  Upon receipt, we will work to obtain a partial refund of the collateral protection insurance.   
  
  In addition, the consumer references a violation of federal law by spamming him with texts and emails and included screen shots of notices of the availability of eStatements and notices.  The consumer controls the notices they receive through the FTWCCU Home Banking platform.  The consumer may log in to their account and turn off notifications; responding STOP to the text message does not turn off the notifications.       
  
  As of January 4, 2023, the consumer is 75 days past due on their loan and needs to pay $972.34 to bring the loan current with a next due date of January 21, 2023. 
  
  The consumers desired settlement is for FTWCCU to consider the loan to be paid in full, a clear title to be issued, and for past due payments to be removed from the credit report.  FTWCCU will not show the loan as paid in full until all payments, including late fees, interest, and force placed insurance is paid in full.  Past due payments will not be removed from the payment history because we are confident that our reporting to the credit bureau is accurate as is.
  
  I believe this adequately addresses the issues provided in this complaint.  Please let me know if anything additional is needed.   

  Customer response

  01/05/2023

  Complaint: 18659902
  
  I am rejecting this response because:

   

  they are lying again

   

  They are missing 4 payments that were cashed and my contention is they are in their employees ************* account.

   

   

  They  also claim they signed me up for auto insurance and charged me for it yet the insurance company nor the ************** has any record of the policy. This is nothing short of fraud. they changed the payments listed on the **** box in the original contract because if this fake insurance policy and think the loan is past due because of that? 
  

  with regards to the emails and texts it is painfully obvious they do not understand **** and CANSPAM. They are required to accept opt outs via text response and the spam violations are related to marketing emails not statements emails. Perhaps they should read up on the current FTC rulings and statements.

   

  I will continue to pay the payments set out under the **** requirements.

  If that is not good enough they can come get the car 

  My demands stand and I now want a settlement of $10000 for the bogus insurance fraud they committed 

   

  
  Regards,
  
  *********************************

  

  Business response

  01/06/2023

  I have uploaded a full payment history on the loan the consumer alleges payments were misapplied.  Ive reviewed the records of the recent payments the consumer provided and found the payments were applied electronically within several business days.  These payments are not instantaneous and take several business days to reach us.  Ive attached a full payment history of the payments received since the beginning of this loan on June 22, 2018.  If the consumer can tell us exactly which payments are in question and provide us with the amounts, dates, and documentation showing the payment processing from his account, we will research the alleged missing payments.
  
  Im unsure as to the claims regarding the bogus auto insurance.  When a vehicle is financed, the consumer agrees when signing the Loan Agreement to keep the property insured against loss and damage.  The specific excerpt from the signed Loan Agreement states, INSURANCE NOTICE If You do not purchase the required property insurance, the insurance We may purchase and charge You for will cover only our interest in the Property.  The premium for this insurance may be higher because the insurance company may have given Us the right to purchase insurance after uninsured collateral is lost or damaged.  ************* will not be liability insurance and will not satisfy any financial responsibility or no fault laws.   
  
  As I explained in my last response, the screenshots of the text message notifications can be turned off by the consumer by logging in to FTWCCUs home banking platform.  These are controlled by the consumer.  Ive reviewed the account and found that he has been opted-out of marketing messages.
  
  As of January 6, 2023, the consumer is 77 days past due on the loan and needs to pay $972.34 to bring the loan current with a next due date of January 21, 2023. 
  
  FTWCCU stands by the previous statement that we believe this adequately addresses the issues provided in this complaint.  Please let me know if anything additional is needed.

• Initial Complaint

  11/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My account was hacked, and FTCCU has ignored every phone call, email and in-person request for help. Its clear they just dont care about trying to work on a solution with a member. Its very poor customer service when false promises when they say someone else is going to address this issue.

  

  Business response

  11/28/2022

  **************** complains that we have ignored his request for service.  Upon receiving this complaint, ***********************, AVP - ******************* reached out to **************** on November 23 and again on November 25.  We researched the complaint and addressed ******************** concerns.  In addition, 2 fees were refunded to *****************  I believe this adequately addresses the concerns.  Please let me know if anything additional is needed.    

  Customer response

  11/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I currently have a savings account with this bank. I also have a personal loan and my car loan with this bank which I applied for at two different times. I have a direct deposit sent to this account to pay my car loan which has been automaticly applied to the loan since I got it. I couldn't keep up on the personal loan due to financial reasons which I called and let them know about the change. They froze my account that my car loan was being paid out of automaticly which now my car loan is past due because they said I have to pay both and the money is just sitting there. They also took a payment from my car loan and applied it without my permission and knowledge. I call and call to solve this issue and the guy *******(*** ********) in collections have not returned my call.

  

  Business response

  06/08/2022

  Ms. ***** complains that an employee in collections with Fort Worth Community Credit Union has not returned her call.  In addition, she complains that a hold is on her deposit account and she wants the hold removed to make her car loan payment.
  
  The employee Ms. ***** mentioned in her complaint spoke with her on Monday, June 6, 2022.  Ms. ***** spoke to at least two other employees on Monday as well. 
  
  Ms. ***** has two loans with FTWCCU.  One is a signature (personal) loan that is due for the Dec. 2021 payment and the other is an auto loan for which payments are on hold in her savings account.  When a consumer obtains a loan with FTWCCU, the collateral on all loans and deposits are subject to be used as security for a loan.  This means that any collateral held, in this case the automobile and the balance in the savings account, will be held as security to satisfy any outstanding financial obligation that is due and payable to FTWCCU.  The funds in her savings account are on hold due to Ms. ***** being seriously past due on her signature loan. 
  
  Ms. ***** may speak to a lender to see if arrangements may be made to re-negotiate the terms of the signature loan in order to prevent her automobile loan from going into foreclosure.  Until such arrangements are made, we will not remove the hold from her savings account.      
  
  I believe this adequately addresses the issue in this complaint.  Please let me know if anything additional is needed.

  Customer response

  06/16/2022

  Complaint: 17325428
  
  
  I am rejecting this response because:
  When I called to speak with *** I asked for to have an email sent ir something mailed to me stating that I can make anymore payments on my car loan until the signature loan is paid up yo date and I have not received anything either by mail or email of this policy. Secondly, any payments that's sent to pay for my car loan isn't applied to my car loan. *** stated the payments sent in for my car loan will not be applied and will be held to pay for the repossession of my car.I have told him that my financial situation has changed drastically and I'm barely affording food and his response was very demeaning, nasty & threatening. Things like, "Well I'll have your car picked up from your home or I'll be at your job to pick your car up if you don't make a payment". "You won't get away with this" Then said "so how much are you paying today to catch this loan up?" I said I don't have it He then said "since you're refusing to cooperate drop the car off" This has caused a great deal of mental distress and a mental breakdown
  
  Regards,
  
  
  ******* *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩